Raising the Professional Image of Blue Collar Workers

by Bart Gragg

I was reminded today of the need to maintain a professional image regardless where we work or what we do. I was referred to a manager (by his manager) that needs some help with basic skills. When I called the cell number I got a greeting that was definitely recorded by someone else for this person. I happened to know the voice, contacted them and asked why they had done this recording? Their response? “You should have heard what was there originally. We had to raise their professional appearance.”

It is said that people don’t leave companies, they leave their managers. It is also true that customers don’t leave companies; they leave people that leave a bad taste in their mouth. That bad taste may simply be an experience they had. Even though the service went well, the person they dealt with was not professional. All too often we forget that our service people are our first line of credence. They will be the ones that keep a client or make them leave.

Some basics here:

Voice mail on cell or office phones should be:
- Clear and concise – none of that “Thank you for calling…..” and 3 minutes later ask them to leave a message.
- Tell the caller who they called assuring them they have the right number.

Clothing – we shouldn’t need a reminder that this is the area of first impressions.
- Plumbers putty is for cracks in piping joints, not, well, you know. Make sure the uniforms fit!
- Keep it clean. If they have a nasty work environment, designate one set as the dirty ditties and another as the meet and greet clients set of clothing.
- Alternatively, have coveralls for use either in the dirty environ or clean ones to slip into when facing the client.
Last impressions are lasting impressions – if you read any management or job hunting or customer service books at all, you will know this – no matter how bad the experience the last impression you leave a client with should not burn any bridges. It should be along the idea of “We are sorry that you feel this way, and understand your position. We do ho[e that you will return to us in the future.” And let it go.